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Improved Access


Compliments & Complaints


The Wooda Surgery aims to give a friendly and professional service to all our patients.  We welcome feedback from our patients on any aspect of the practice and we can receive your compliments and comments either verbally, in writing or for your convenience there is a ‘Comments Book’ at the reception desk or you can send us your comment by visiting the Contact Details page on this website.  You may also make a comment on the NHS Choices website . 


We can provide support for patients with particular needs who wish to make a comment or a complaint.


We review all comments every week and try to use them to help us to understand the patients’ perspective on practice services, to identify trends and to improve services.


Raising a greivance or complaint

Sometimes you or your representative may have a concern about an aspect of our service.  If this is a case, please let us know.  In the majority of cases, concerns can be resolved quickly and easily, often at the time they arise and by the team involved. 


If you still feel that we have not dealt with the concerns you have raised, you can make a formal complaint.  It would be helpful if you can do this as soon as possible after the event, ideally within a few days as this assists us to establish what happened more easily.  In any event, a complaint should be made within either 12 months of the incident or within 12 months of discovering that you have a problem.  To make a complaint please write to our Practice Manager, Mrs Kristy Elson at Wooda Surgery, Clarence Wharf, Barnstaple Street, Bideford, EX39 4AU or to the Complaints and Client Services Team at NHS England, PO Box 16738, Redditch, B97 9PT (Telephone: 0300 311 22 33) to make a formal complaint.  The NHS website or the Independent Health Complaints Advocacy (IHCA - 0300 343 5707) offer support for people bringing formal complains to the NHS.


If someone else raises a complaint on your behalf, we will contact you first to ensure that you have given your consent for us to respond.  A helpful consent form is available from the practice for complaints made by a 3rd party.


What do we do when we receive a complaint

We will acknowledge receipt of your complaint within 3 working days, and aim to have investigated your complaint within 10 working days.


When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete you may then be invited to meet with the person(s) concerned to attempt to resolve the issue or you may receive a formal reply in writing.If there are any delays, we will keep you informed.

Where your complaint involves more than one organisation, we will liaise with that organisation to agree who will be the lead organisation for your complaint.  A joint response would be likely in this instance.

If your complaint is received about an aspect of your healthcare that has been provided by another organisation and not the practice, we will contact you to discuss how you wish to forward your complaint to the correct person.


Parliamentary and Health Service Ombudsman

If you remain unhappy after you have received a final response to your complaint then you can refer the matter to the Health Service Ombudsman.  The Ombudsman is completely independent of the NHS and Government.  You can contact the Ombudsman as follows:


Tel: 0345 015 4033 


Address: Millbank Tower, Millbank, London, SW1p 4QP


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